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Kevin Pangestu
Universitas Surabaya
Humanities Education Social Sciences

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Beyond AI Adoption: Understanding Student Satisfaction and Continuance Intention in ChatGPT Use for Higher Education Kevin Pangestu; Siti Rahayu; Juliani Dyah Trisnawati
Journal of Educational Management Research Vol. 5 No. 5 (2026)
Publisher : Al-Qalam Institue

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61987/jemr.v5i5.3183

Abstract

The growing adoption of generative artificial intelligence (AI) in higher education highlights the need to understand factors influencing students’ satisfaction and continued use of ChatGPT. This study aims to examine the effects of information quality, service quality, perceived enjoyment, perceived usefulness, and perceived ease of use on satisfaction and continuance intention, while testing the direct and moderating role of need for interaction with a service employee (NFI-SE). A quantitative causal design was employed using data from 211 respondents aged 18–25 who had used ChatGPT for academic purposes. Data were collected through an online questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results show that information quality, service quality, perceived enjoyment, perceived usefulness, and perceived ease of use positively and significantly affect satisfaction. Satisfaction significantly predicts continuance intention, while enjoyment, usefulness, and ease of use also directly influence continuance intention. NFI-SE positively affects satisfaction and strengthens several relationships. The study concludes that human interaction complements AI adoption, implying that institutions should integrate ChatGPT with sustained human academic guidance.
Co-Authors Juliani Dyah Trisnawati Siti Rahayu